Manager, Digital Operations Training

About Four Seasons:

Four Seasons is powered by our people. We are a collective of individuals who crave to become better, to push ourselves to new heights and to treat each other as we wish to be treated in return. Our team members around the world create amazing experiences for our guests, residents, and partners through a commitment to luxury with genuine heart. We know that the best way to enable our people to deliver these exceptional guest experiences is through a world-class employee experience and company culture.

At Four Seasons, we believe in recognizing a familiar face, welcoming a new one and treating everyone we meet the way we would want to be treated ourselves. Whether you work with us, stay with us, live with us or discover with us, we believe our purpose is to create impressions that will stay with you for a lifetime. It comes from our belief that life is richer when we truly connect to the people and the world around us.

About the location:

Four Seasons Hotels and Resorts is a global, luxury hotel management company. We manage over 130 hotels and resorts and 50 private residences in 47 countries around the world and growing. Central to Four Seasons employee experience and social impact programming is the company’s commitment to supporting cancer research, and the advancement of diversity, inclusion, equality and belonging at Four Seasons corporate offices and properties worldwide. At Four Seasons, we are powered by people and our culture enables everything we do.

Manager, Digital Operations Training

The Manager, Digital Operations Training manages the execution and continuous improvement of learning programs that help hotel teams confidently adopt digital platforms, technologies, and service processes while delivering exceptional guest experiences. Under the guidance of the Director, Digital Planning & Integration, the role develops self-directed learning, facilitates virtual and hands-on training, and translates complex operational and technology concepts into practical learning experiences for property-level audiences. Working primarily within Digital Operations, the Manager coordinates with Learning & Development, operational leaders, platform owners, subject matter experts, property teams, and vendors to deliver agreed training priorities, reuse common assets, reduce duplication, and apply established standards and best practices.

The role tracks training performance through defined KPIs, dashboards, adoption measures, learner feedback, and effectiveness reporting, using those insights to improve programs and address capability gaps. The Manager also supports the evaluation and practical application of emerging learning technologies, including artificial intelligence, and maintains the team’s digital knowledge base so content remains accurate, current, well governed, structured, and ready to support future AI-enabled tools.

What You’ll Be Doing:

Learning Strategy, Design, and Governance

• Manage the design, development, delivery, and continuous improvement of assigned learning programs for digital platforms, technologies, and related processes, applying established governance standards.
• Translate complex operational and technical requirements into practical, engaging, and scalable learning experiences for diverse property-level audiences.
• Apply adult-learning and instructional-design principles to create curricula, learning paths, self-directed modules, facilitator guides, job aids, simulations, assessments, and reinforcement materials.
• Apply and maintain agreed standards for learning quality, accessibility, version control, approval, localization, publishing, and retirement of training content.
• Build learning plans that support platform launches, enhancements, operational changes, new hotel openings, onboarding, and ongoing capability development.

Training Delivery, Readiness, and Adoption

• Develop train-the-trainer approaches and equip property leaders, hotel champions, and facilitators to reinforce learning and sustain adoption locally.
• Assess learner and property readiness, identify capability gaps, and tailor interventions to operational context, audience needs, and implementation risk.
• Coordinate training schedules, communications, enrolment, materials, logistics, attendance, completion, and post-training reinforcement for new hotel openings.
• Gather feedback from hotel teams and operational leaders to improve relevance, usability, knowledge retention, and on-the-job application.

Operations Training Alignment and Partnerships

• Under the guidance of the Director, Digital Planning & Integration, identify opportunities to align and synergize Operations training across teams, platforms, processes, and initiatives.
• Partner closely with Learning & Development, operational leaders, platform owners, subject matter experts, property teams, and vendors to define learning needs and develop coordinated solutions.
• Reduce duplication by reusing and adapting common learning assets, standards, delivery channels, and governance practices wherever appropriate.
• Facilitate stakeholder reviews and approvals to ensure learning content is operationally accurate, technically current, and aligned with brand and service expectations.
• Represent Digital Operations training in cross-functional planning forums and provide clear recommendations on readiness, sequencing, dependencies, and resourcing.

Training Performance, KPIs, and Continuous Improvement

• Track and maintain agreed training KPIs, including participation, completion, assessment, proficiency, learner satisfaction, adoption, knowledge retention, and operational impact measures.
• Make performance visible through dashboards, scorecards, recurring reports, and concise stakeholder updates that highlight progress, risks, gaps, and opportunities.
• Combine quantitative results with learner feedback, support trends, and property insights to evaluate training effectiveness and identify root causes of performance gaps.
• Translate data into targeted improvements to content, delivery methods, reinforcement, communications, learning pathways, and property support.
• Use established review cycles and success criteria to evaluate how assigned learning programs support platform adoption, service consistency, operational capability, and guest experience.

Learning Technology, Innovation, and AI

• Stay current on emerging learning technologies, tools, and delivery approaches, with an eye to their practical application in hospitality operations.
• Maintain a general familiarity and comfort with artificial intelligence, and identify practical AI-enabled learning use cases that could improve content development, localization, personalization, learner support, or training effectiveness.

Digital Knowledge Base Stewardship

• Serve as steward of the Digital Operations knowledge base, ensuring content is accurate, current, findable, consistently structured, and aligned with approved processes and standards.
• Maintain agreed practices for content ownership, metadata, taxonomy, templates, review frequency, approvals, archiving, and lifecycle management.
• Partner with subject matter experts to identify knowledge gaps, remove duplication, resolve conflicting guidance, and maintain a reliable source of truth.
• Prepare content for AI consumption by improving structure, clarity, tagging, chunking, provenance, permissions, and quality controls.
• Enable future AI-powered search, guidance, and support tools to surface trusted knowledge and provide more effective assistance to property-level users.

Global Hospitality Support and Project Delivery

• Work primarily within Digital Operations while supporting broader Global Hospitality priorities and duties as business needs require.
• Manage multiple learning workstreams, coordinating scope, priorities, timelines, dependencies, stakeholders, risks, approvals, and deliverables.
• Contribute training and change-readiness expertise to cross-functional initiatives, pilots, platform releases, operational programs, and new hotel openings.
• Identify delivery risks, resource constraints, and adoption barriers early, escalating issues with clear recommendations and mitigation options.
• Support a culture of service excellence, knowledge sharing, innovation, accountability, and continuous learning across Digital Operations and Global Hospitality.

What You Bring:

• A degree in education, instructional design, learning and development, or a related field is preferred. Additional certifications in training or instructional design are an asset.
• Bachelor's degree or equivalent in a relevant field.
• Three or more years of experience designing, developing, delivering, and implementing technical or operational training programs, including coordination across multiple stakeholders.
• Hospitality/service industry experience preferred.
• Productivity and collaboration: proficiency with Microsoft Office Suite and Microsoft 365, including Word, PowerPoint, Excel, Outlook, Teams, OneDrive, and Microsoft SharePoint.
• Knowledge and content management: SharePoint sites, pages, document libraries, permissions, metadata, taxonomy, version control, search, content lifecycle governance, and preparation of structured content for AI consumption.
• eLearning authoring and course development: experience with tools such as Articulate 360, including Storyline 360 and Rise 360; Adobe Captivate; iSpring Suite; or comparable authoring software.
• Learning management and delivery: working knowledge of learning management systems, virtual classroom platforms, course publishing standards such as SCORM and xAPI, enrolment, completion tracking, assessments, and learning analytics.
• Digital adoption and in-app learning: familiarity with platforms such as WalkMe, Pendo, and Whatfix for contextual guidance, walkthroughs, tooltips, user onboarding, feedback, adoption analytics, and workflow improvement.
• Video, screen capture, and multimedia: ability to script, record, edit, caption, and publish concise instructional videos using tools such as Camtasia, Adobe Premiere Pro, Microsoft Clipchamp, or comparable software.
• Reporting and visualization: knowledge of Excel, Power BI or similar tools for KPI definition, dashboards, scorecards, trend analysis, and actionable performance reporting.
• Learning technology and AI: understanding of AI-assisted content development, personalization, localization, learner support, analytics, responsible-use controls, information quality, and emerging learning technologies.
• Project and service management: familiarity with tools such as Jira, Confluence, Microsoft Planner, or comparable platforms for managing scope, timelines, dependencies, risks, approvals, and deliverables.
• Hospitality and operational systems: ability to learn and support property management, guest messaging, CRM, service optimization, and other hotel technology platforms.

Key Skills/Who You Are:

• Collaborative, relationship-focused approach that builds trust across Digital Operations, Global Hospitality, Learning & Development, property teams, technology partners, and vendors.
• Clear and influential communicator who adapts messages for executive, operational, technical, facilitator, and frontline audiences.
• Strategic and systems thinker who connects learning priorities to operational readiness, platform adoption, service consistency, and guest experience.
• Curious, innovative, and committed to continuous learning, including the responsible application of emerging technologies and AI.
• Analytical and improvement-oriented, using evidence, learner feedback, and operational insights to identify root causes and strengthen outcomes.
• Highly organized and accountable, with the resilience and adaptability to manage concurrent priorities, changing requirements, and global stakeholders.
• Detail-oriented and quality-focused, maintaining accuracy, consistency, accessibility, and strong governance across learning and knowledge assets.
• Sound judgement, professionalism, integrity, and discretion when managing information, stakeholder expectations, risks, and decisions.
• Service-oriented mindset with empathy for property-level users and a commitment to practical, inclusive, and scalable solutions.
• Learning needs analysis, audience segmentation, readiness assessment, capability-gap identification, and definition of measurable learning objectives.
• End-to-end instructional design using adult-learning principles to develop curricula, learning paths, self-directed modules, simulations, assessments, facilitator guides, job aids, and reinforcement materials.
• Confident facilitation of virtual, in-person, and hands-on training, including train-the-trainer programs, workshops, webinars, demonstrations, and knowledge checks.
• Training program governance, including quality standards, accessibility, localization, approvals, publishing, version control, maintenance, and retirement of learning content.
• Training strategy and rollout planning for platform launches, enhancements, operational changes, onboarding, pilots, and new hotel openings.
• Cross-functional alignment of Operations training to reuse common assets, reduce duplication, strengthen consistency, and balance global standards with local operating needs.
• Definition and management of training KPIs covering participation, completion, proficiency, satisfaction, knowledge retention, adoption, behaviour change, and operational impact.
• Translation of dashboards, learner feedback, support trends, and property insights into targeted improvements to content, delivery, reinforcement, and user support.
• Digital knowledge base stewardship, including content ownership, taxonomy, metadata, findability, lifecycle management, quality assurance, and AI readiness.
• Evaluation and responsible application of learning technologies and AI-enabled use cases to improve content creation, personalization, localization, measurement, search, and learner support.

Travel:

• Occasional travel required; up to approximately 10% based on project, training, and property support needs.

Annual Base Salary Range: $95,000 – $115,000 CAD + additional rewards as part of the total compensation package.

This role will be a Hybrid working model, which will require 3 days per week in the Four Seasons Corporate Office located at 1165 Leslie Street, Toronto, Ontario #LI-Hybrid

Four Seasons is committed to providing employment accommodation in accordance with the Ontario Human Rights Code and the Accessibility for Ontarians with Disabilities Act. If contacted for an employment opportunity, please advise Human Resources if you require accommodation.